Vue Avis 

Whilst my local venue is not an issue. I have an issue with club perks and phoned the number. To be spoken to rudely and told to use chat as they couldn’t help. I used chat and they said they couldn’t help and would refer back to another team. Unable to tell me a timescale.

Well later still nothing. Back to chat and been on it for 2 hours and not getting anywhere.
Very very poor customer service that no one seems to be wanting to help with.
Can’t even speak to a manager as apparently they aren’t on the same floor and agent told me that he wasn’t allowed to leave his desk for any reason making making out he me chained and would be in severe trouble if he left. Didn’t care much for helping me at all.
Still no further forward.

Shameful customer service at Vue Doncaster 2 days in a row.

First of all let me state that I have just got out of hospital after surgery to my foot which involved an amputation - it is still healing and my mobility is not great.

Today, I went to see a movie and went to get a drink at the concessions stand. There were clearly issues with the till and I was left standing for 10 minutes before they opened another till - despite there being 3 other people in the foyer doing nothing. I said to the person on the till that I was not happy being left standing for such a long time as I’d just recently had foot surgery. He was unapologetic and said he couldn’t understand what my problem was - I think I’d been quite clear. I asked to speak to a manager and explained again, got no apology, he was rude, and then refused to give me details to take the complaint further. Ended up not enjoying the film as I’d been stressed out by them which is not acceptable for a diabetic patient.

I had similar issues yesterday where the person on the counter was busy scrolling on his phone for 5 minutes and ignored me. Only looked up when I waved at him.

The staff at Vue Doncaster are rude, disrespectful to customers and cause injury and health issues. The dressing on my wound is showing signs of seepage after today and my blood sugar levels are raised.

These staff do not deserve their jobs and should be sacked - they are incompetent.

It looks like I will be looking for a new cinema to attend in future.

We have been regularly going to Vue in Star City since 2000 when it first opened. An experienced 12 days back was a family with 2 kids that kept talking, crying and moaning throughout the film, ruined the experience. I wrote to their customer service team but was fobbed off by a person called Jordan. The email was patronising and laid the blame at our feet, stating we should have got up and complained. The level of service isn't great and I'd advise to go the Odeon Cinema's instead as they are very professional and value their customers.

I purchased a particular seat, which upon arrival was 'out of service'. I was instructed by the staff to contact Vue online for a refund, which I did, but was told by the online chat that refunds need to be dealt with at the venue on the day. So I was deliberately mislead by the staff and after being cut off on the online chat no refund was issued.

In the Norwich branch the prices are fair and they allow you to bring in food from other places. The seats are comfortable. There are things they could improve on but for the price you cannot complain much.

Went to the Cardiff one today 35 degrees. The reason went was to cool down, however the A/C was not working...the first and last time I will go there. No wonder it's closing down 👎👇👇

Today 5 pm at Watford, Garston.
Very unhelpful staff on the food counter.
No two seats together for next three sessions of toy story 5.
Also very very few disabled parking spaces. I counted only 5 spaces, all full.
So, I drove all the way, back to London, Vue finchley on A1000.
Air condition not very good in foyer and very long queues on two other ticket counters.

Vue Finchley north west london N3, on A1000, Where we got seats that I and my companion wanted. And enjoyed the toy story 5 film. Far better parking. Foyer air con working properly. Helpful staff.

Was given a gift card for Vue Cinema, but the company make it deliberately difficult to redeem.

It is only possible to redeem a gift card at the cinema, not online or over the phone.

I live 30 minutes away from the cinema, so either have to make a special trip in the 7 days before to make a booking, which is a waste of more than an hour of my life, plus fuel and parking costs or I have to turn up at the cinema and hope that there are seats still available.

Told after waiting for some considerable time for a live agent on the online chat that it's basically tough and has to be used on site. Their advice was "You can book in advance, but you will need to pay for the tickets, as gift cards can only be redeemed over the counter at the venue."

Great, so I have to pay for the tickets (the thing I want) myself and then have £50 to spend on drinks and snacks (which I don't want).

I don't care if you have the money from the person that bought the gift card (refunds only possible to them up to 14 days from purchase). I'm not stepping foot in your cinemas again for your deliberately unhelpful policy.

A complete scam!

Normally good but today there was a system glitch on there website which managed to book tickets for the day before. Although the staff at Vue Poole took responsibility for the error stating there had previously been a system glitch online all we was able to do was talk to customer services who responded by throwing 5.1.1 in my face saying it's up to the consumer alone to make sure the dates are correct. Despite me being told there had previously been a systems glitch we were point blank told no and my family and child went without and money down the drain. All we got back was a standard sorry for the inconvenience. Far as I'm concerned Vue has stolen our money and completely refused to budge in the slightest and were not interested in what I had to say . The way I was spoken down too and chucked 5.1.1 in my face was unacceptable. This is my opinion has not been resolved.

Was going absolutely fine until some nasty ass cretin putting their stinking ass trotters on my seats head rest inches from my head. Disgusting and disgraceful and was told to stop talking then. I’ve two children with me watching Toy Story 5 and a bunch of adult payers with no children want to try shame us intront of my child and his friend. Quality cinema visit.

Terrible offer - Be aware that any offers for "2 for £8" is a massive con and it's being provided by companies like Octopus and O2 and others.

In short, you get 2 tickets in Super Saver seats for £8. There are no warnings of any kind that state you can't use these for Big Screen Events but guess what? - anything you want to watch is classed as a "Big Screen Event" so you can't actually go and see anything you want to watch.

Even if you try and watch the film on it's LAST showing, you still can't watch it at the cinema. For example, a 3d cartoon called "Digital Circus" that's hardly known by most people was on it's last day and it had 4 seats taken and I was trying to book it on the night prior and it still wouldn't let me use the codes.

When you try to use the codes it says there's an error. It does not tell you that the reason is because you're not allowed to use the tickets or why. Then, it asks you to click a link so it can check your codes are valid and when you do that it shows you a screen saying "You're tickets are fine - you're good to go".

False advertising.
When I complained I got the line "Sadly, we can't give refunds and it tells you this in the Terms and Conditions".

What normal person would go to the Terms and Conditions to check it doesn't say "You can't watch any movies at this cinema with these tickets".

99.999% of people getting these tickets would get them to go and watch a Big Screen Event which basically means, anything that's new!!

And regardless of that, even when it's on it's last day of showing and it's practically empty they STILL don't let you watch it.

I've already started a formal complain process and will be making sure these companies do not get away with this anymore - it's conveniently false advertising and they know full well that Terms & Conditions is not the place to be sticking the line

"You can't use these tickets on anything that's recently out at the cinema"

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They could have quite easily refunded me for a code I clearly have not used but are trying to keep this money knowing most people are not going to take it any further. They partner with Octopus and O2 etc and those companies know that they don't have to worry about this con because it's not them directly making the offer but it's helping them get customers all the same and they are equally responsible for the false advertising to entice new customers.

i am shocked to see so many bad reviews. i go to starcity;s branch and always had a good experience there. never had a problem. did face a problem once where movie stuck after interval. they gave us a fre ticket to compensate. customer service is good and booking process has always been smooth (via website or app)

Hygiene Toilets - the toilet, especially the men’s are not regularly cleaned. For that reason, it looks like a Paris/ London Underground. Quite a few times I’ve been in and seen what looks like a dirty protest in the cubicles. Pay your Staff get it cleaned.

Hygiene seating - I’ve noted that 3 to 4 people as a team can go in and clean seats. What I did notice was that it’s not a very switched on or dynamic team. After they had been in there was still rubbish left behind that they had missed. I did also note a shed load of hairs on the headrest of the seats. Given we are in the age of kids having nits, bed bugs, scabies etc it is going to be really important for the brand to not be the face of that. Teach Staff how to gather hair from headrests and then get them to do it at speed as part of the clean. The state of the cinema screams underpaid staff who have no pride in their work. That problem comes from the top.

Staffing - incredibly low numbers which means they can’t handle demand. You can see that the toilet toilets and Cleaning has suffered as a result.

Discount systems - appears to to be a problem across the board. Cheap fragmented technology that hasn’t been addressed. We tried Octopus, two for Tuesdays, Meerkat Mondays and none of them worked with the online system. If you request Ppl to do the process at the desk, they will be charged more than the online system and customers are aware of the deceit in this. Just put a charity bucket at the front and call it ‘the stakeholders want more box’ it’s less shameful that not paying for better tech.
Pay the money fix the technology this process should be a very simple code generation discount apply system. Nearly every retailer on the planet has figured it out and yet this brand has not. Once this gets sorted, you will have more attendees, more revenue, better wages for Staff, more staff, better hygiene and better customer experience.

Surely the higher-ups are tired of the brand being Odeons poorer drug addict cousin of the cinema world.

Absolutely horrendous customer service and Staff

I asked for certain tickets I was overcharged for a viewing I did not see or did not request. Spoke to customer service is absolutely no help. It was the same situation with me a few months ago. I slipped my hand open in one of their seats and they had nothing to say

The price you pay these days, you might as well go Odeon as it is more high-quality and cheaper tickets

Terrible customer service via the dedicated phone number. Sadieka wasn't able to help with my query. She wouldn't pass me onto a more senior member of staff. Told me there was no manager and if there was they wouldn't talk to me as they dont take customer calls. I found a phone number for the head office. Spoke to Martina who answered the phone who was lovely. She said she would pass my details to the customer service manager called Nesmi (not sure of spelling). Nesmi refused to speak to me, I phoned three times trying to speak to her. Martina tried to get her to speak to me, and she even called me herself to see if I'd had a call. It transpires, Martina had only just joined Vue. Martina seems like the sort of person who should be doing the customer service role and not just the phone answering as she was as helpful as she could be with her limited abilities. Perhaps Sadieka and Nesmi could learn a thing or two from Martina when it comes to communication skills. Management please acknowledge your customers!

met de nieuwe website kun je niet meer met meerdere mensen met moviepass reserveren. echt waardeloos, daar ons groepje op verschillende tijden werkt. cinema bezoek is hierdoor sterk afgenomen omdat naast elkaar reserveren dan erg lastig wordt. je zou toch denken dat ze hun vaste klanten waarderen. echt ronduit belachelijk dit. we hebben het al overwogen om onze moviepass met zn allen op te zeggen, zijn het spuugzat.

dit is gewoon niet voor echt gebruik getest en maar online geslingerd lijkt het wel. ook qua reserveren voor 1 persoon is het gewoon complexer geworden dan voorheen.

short staff no staff could even cook us a hot dog the drinks machine empty i paid for ultra deluxe seat but space is small with some random sitting next to you who don't know how to eat with mouth closed the seating it smelled bad the sound on the film was way too loud and un coordinated with the surround all in all a verry terrible experience!

Ik werd er uit gestuurd omdat ik niks heb gedaan wat een stomme bioscoop

Went to the vue in Leeds city centre yesterday to watch scary movie 6 at 11:15 was sat there until 11:34 apparently screen 1 wasn’t moving so the lady came in n asked us to move to screen 2, I told the lady I’m gonna run late now so won’t be able to watch it so she kindly said she would refund my ticket and popcorn, however I was charged an extra £7.99 and £8.00 so in total it came to £31.98 which was shocking! I’ve contacted the vue team the customer service is poor honestly! I’m hoping they sort this out because wtf it’s a scam! For sitting there watching a black screen🤣what a joke I am never going to vue again😳

I've got a three Club Lloyds free Vue vouchers to use before they expire on 18 June. I've been trying to book tickets for tomorrow, 6 June at Vue West End for the past two hours and keep receiving error codes; "invalid code" and "too many requests". At one point I tested the code on the website and it did redeem but I wanted to use it in the app so I could receive a loyalty stamp. When I entered it into the app, it didn't work.

It's terrible that these codes that expire in 12 days are not actually redeemable. If they expired earlier, then the shorter date should have been stated. Hilarious how the link to the webpage that allows you to check the code validity doesn't work either- apparently checking the code once results in "too many requests".

The team managing the website and app need to ensure the system is fit for purpose. They have out in too many restrictions so legitimate codes don't work.

Checking my code once is not "too many requests", therefore the web settings are incorrect.

I've wasted two hours tonight and I'm steaming!! Banking with Lloyds to get these free tickets that I can't actually redeem has got me fuming!

Deception and fake freebies.